Benchmarking: Insurance Industry Customer Satisfaction

The Insurance Industry Customer Satisfaction Measurement Benchmarking Association (IICSMBA™) is an association of customer satisfaction professionals in the insurance industry that conducts benchmarking studies to identify practices that improve customer satisfaction and the overall operations of the members involved.

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Our Mission

The Benchmarking Network, Inc. is an international resource for business process research and metrics. We lead studies with over 140,000 process leaders in over 165 countries. We provide benchmarking training and research to individual companies, professional and trade associations, and industry and process based groups. Since 1992, our over 300 benchmarking studies have spanned virtually all processes and industries to identify measures and collect data to identify best practices including:

Outsource specialists have a better competency in delivering the process;

The workload for the process varies, making it difficult to effectively staff employees year round;

The process benefits from outside experiences;

Experienced specialists produce a higher quality result;

Independence from the politics of the organization improves the service; and

Experience means that outside providers can actually provide the service at a lower cost than doing it internally.

Outsourcing Benchmarking makes sense. Our clients have continually used our services to manage projects and facilitate the findings. We network over 5,000 process owners involved in Benchmarking and maintain relationships with key organizations that provide linkage to additional contacts. This allows us to forge out a custom group of Benchmark companies to meet very specific client needs.